Downloading Your Software FAQ
How do I download my software?
Once you have downloaded and installed the SDM (Step 1 and 2) and downloaded the .SDX file with the information for your order (Step 3), you are ready to begin downloading your software.
To download your software:
- If the SDM window is not already open, locate the .SDX file for your order.
- Open the .SDX file by double clicking the filename. The SDM window opens with the items from your order displayed.
- Click the Start Download button for each item. The download process may take several hours, depending on the software you are downloading.
- When the download is completed, click the Launch button.
- If there is an install command for the software you downloaded, the install command will execute and your software will be installed.
- If there is no install command or if you are on a Mac, the folder where your software was downloaded will open.
- Depending on the software you downloaded, the file may open or you may have to double click the filename to run your software.
Note: The SDM can only process one order at a time. Do not attempt to start a second instance as it will be ignored.
If you want to process a different order:
- Close the SDM.
- Locate the .SDX for the order you want to process.
- Open the .SDX which will launch the SDM for that order.
The following chart identifies the buttons in the Secure Download Manager and the actions performed when the button is clicked.
| Button |
Action |
Status |
| Start Download |
Software begins downloading. |
Downloading |
| Downloading |
Software pauses downloading. |
Paused |
| Paused |
Software begins downloading again. |
Downloading |
| Launch |
Software has been completely downloaded.
Clicking this button will either launch the installation of the software on your computer or open the folder where the software was downloaded to. |
Completed |
If you do not want to download your software immediately, close the Secure Download Manager window by clicking the X in the upper right-hand corner. You can resume the download of your most recently ordered software at any time by launching the SDM from your computer.
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How do I resume an interrupted or paused download?
If the download process is interrupted or you have paused the download, you usually do not need to start from the beginning again. The SDM will resume the download from where it was interrupted unless the file has changed since you last downloaded it. In this case, the file will start downloading from the beginning.
To resume a download:
- Double click the Secure Download Manager icon on your desktop. Your last order is displayed.
- Click the Paused button. If the file has changed since you last downloaded it, click the Start Download button.
Note: If the file has been updated on your WebStore since you last downloaded it, click the Start Download button.
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How do I re-download my software?
You may re-download your software if the SDM detects that the software is not in the destination folder and you have not reached the maximum number of allowable downloads.
To re-download your previously ordered items:
- Return to the website where you placed the order.
- Follow the instructions for downloading software that you were given.
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How do I request an additional download?
If you have reached the limit of the number of downloads allowed, an error message with a Request an Additional Download link is displayed in the SDM window.
To request additional downloads:
- Click the Request an Additional Download link. The Request Additional Downloads window opens.
- Enter the required details.
- Click the Submit button. The request is sent to the support team. You can expect an email response within 48 hours.
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Where are my downloaded files?
The destination folder is displayed in the Secure Download Manager window under the name of the software you are downloading.
If you do not change the default download location, your downloaded files will be in the Downloads folder.
To change the destination folder, click the Browse link in the Secure Download Manager window.
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Why does my computer slow or stall when I install my download?
Extracting or decompressing the installation files is the first step when installing a download. This process makes use of system resources and, depending upon your system speed and available resources, may slow down your computer while the process is taking place. Some larger downloads can take several minutes to extract. Anti-virus software may slow the performance of an installation.
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I received an error message using the SDM. What does it mean?
Some error messages you may encounter are:
- The source file has changed since you began the download. The file will re-download from the beginning.
- This message is displayed if you did not complete downloading the file and the publisher has made a change to the file. When you resume the download, the Secure Download Manager recognizes that the file versions are different. The file is re-downloaded from the beginning.
- The file location does not exist or you do not have permission to save to that folder. Click the Browse link to select a different location.
- This message is displayed if the file cannot be downloaded to the location that you selected.
- If you have reached your download limit, you may request an additional download. If you have returned your software, you may now reorder the software.
- This message is displayed if you have already downloaded the product and you have reached the maximum allowable limit of downloads for the product. Click the Request an additional download link for a form to request another download. You may also see this message if you returned the software before you downloaded it.
- Unpacking error. The product did not unpack correctly. Please download the product again.
- This message is displayed if the product did not unpack correctly. Try downloading the product again. If you are still unsuccessful, contact support.
- This file is not supported on your current platform. Please attempt your download from a computer running a Microsoft Windows operating system.
- Not all download formats are supported on all platforms. If you see this error, try downloading the file from a Microsoft Windows platform.
- The download cannot be completed. If a location selection is available for this product, select another location. If no location selection is available, the download may fail to complete because no Internet connection was found, the Internet connection was lost or a firewall or proxy server exists between the client station and hosting location. Please try again later.
- There is a problem with downloading the file. You may be able to select another download location or you could try again in a few minutes. If the problem continues, you may need to contact support to resolve the issue.
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